Help shape the customer journey at one of the fastest-growing home furnishing companies.
About Resident
Resident is one of North America’s fastest-growing omnichannel retailers, home to award-winning brands like Nectar, DreamCloud, Awara, and Siena. Since 2017, we’ve disrupted the home furnishings industry through data science, performance marketing, and innovative e-commerce technology. We’re a house of brands built on comfort, quality, and timeless design—and we’re expanding into new categories to meet customer needs.
We live by our values: Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.
Schedule
- Full-time, remote role
- Must reside and be authorized to work in the United States
Responsibilities
- Design and deliver training programs for Customer Success Specialists, Sales Specialists, and leaders to enhance service and sales performance.
- Facilitate engaging onboarding and ongoing development sessions, primarily through Zoom and Google-based training.
- Continuously refine training strategies using feedback, performance metrics, and industry trends.
- Collaborate with Sales, Support, and Quality teams to align training with customer insights and business goals.
- Serve as a subject matter expert on products, processes, and the Customer Success tech stack.
- Manage and optimize knowledge base content for accuracy and accessibility.
- Champion Resident’s values to create an inclusive and customer-first culture.
Requirements
- 3+ years in sales or retention with proven KPI success
- 2+ years of training experience in contact center environments (remote delivery included)
- Experience with instructional design and LMS platforms (Lessonly, Brainshark, Bridge, WorkRamp preferred)
- Familiarity with Five9, Kustomer, Zendesk, Google Suite, Slack, and chat tools
- Strong project management skills; able to juggle multiple priorities
- Data-driven mindset with ability to analyze trends for improvement opportunities
- Excellent written and verbal communication skills; clear and empathetic communicator
- Collaborative, adaptable, and results-oriented with a people-first approach
Benefits
- Salary: $60,000–$70,000 + potential discretionary bonuses
- Remote-first workplace since 2017
- Health, dental, and vision insurance
- HSA contributions
- 401(k) with company match
- Take-what-you-need PTO
- Paid parental leave
- Wellness benefits
- WFH office and internet/cell stipend
- A free mattress plus Friends & Family discount
Join us in elevating the customer experience while shaping the growth of a leading home furnishings company.
Happy Hunting,
~Two Chicks…